Aggregated enterprise architecture wisdom
Over the past few months, I have touched on a variety of what might seem to be disparate topics: the need for architects (or at least architectural design), estimates, organizations as systems/enterprise architecture, customer-centricity, and IT management and governance. I suspect the trend will continue for a while, so it’s time for a post to […]
The business environment is changing at a much greater pace, from new payment mechanisms through to the Internet of things. Technology and customers are changing the very fabric of business, which is not only impacting new propositions, but also the way changes are prioritised. To win in the new economy leaders must look beyond cost, Read More
Service providers are continually reshaping their offering in response to changing customer needs and demands. As customer expectations change, businesses need to rethink the experiences they deliver. Meeting new demands does not only require delivery of the right propositions – it also requires developing broader capabilities around the needs of people, across the entire eco Read More
The world around us is becoming more complex, it is almost accelerating away from us. Being able to plan in this ever evolving world is becoming even more difficult as time passes. New technology, and approaches almost appear daily, which makes planning for these events, almost impossible. Linear approaches to design are no longer the Read More
Are you playing ‘pass the grenade’ with your business? Is your entire industry doing it? And if so, what can you do to defuse the metaphoric grenade? What’s the ‘grenade’? Well, it’s kinda like a hot-potato – except that you’ll…
In 2013 we saw the rise, and in some cases the rebirth of analytics and were told of the importance of using data to get closer to our customers. The growth of social media and the birth of the omni channel has meant that understanding your channels and the related data is going to be Read More
Are you actively looking for a BPM solution? Just learning about BPM and want to know what solutions are available? Interested in learning how organizations have successfully implemented BPM? Then join us, Wednesday, October 9th at 12:00pm Eastern, at the BPM Open House to learn how to make the most of your BPM investment and […]
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During a recent conversation with colleagues from the Financial Services sector, one person challenged: “Is there really anything new and innovative for banking technology, or have we already seen it all?” The lively discussion led to a far more interesting and important question: “Where are banks finding the inspiration and tools to drive customer-focused innovation?” […]
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Providing high degrees of customer service, while managing costs is a balancing act that is extremely difficult. Customers expect higher degrees of service, across multiple channels, and want to have it 24×7. Meanwhile organizations are under pressure to increase efficiencies and reduce agent and infrastructure costs. Your customers like self-service, but want high touch options immediately if they can’t find what they are looking for. Off-shoring and IVR systems have been tried, but have sometimes resulted in unhappy customers. Unfortunately, now those unhappy customers will go to Yelp or Twitter to talk about their experience, so it is critical to get the balance right.
The head of Customer Service must often rely on technology to help them deal with these opposing forces. So in preparation for our launch of Assure for Customer Service, we decided to engage IMTS (Integrated Marketing Services) to help us better understand how customer service professionals use technology to solve their customer services challenges – and get this information right from the source. IMTS contacted 150 customer service leaders at large organizations, and using live interviews, found out some very interesting things.
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We live in “In the Age of the Customer” a time when he world’s leading companies look outward to emphasize a deep understanding of their customers, and what it takes to make their customers successful. They have come to realize that only when their customers are successful, will they be successful. As Sam Walton once […]
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“In this article, I take a look at the latest moves by Walmart and Amazon to extend Santa’s supply chain with same-day delivery. Readers of my CMSWire article series will not be surprised that I see an important role here for case management.”
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Understanding how to handle customer needs and expectations is critical to success. From better service levels to lower costs to new, innovative product offerings, the pressure is on for organizations to go above and beyond. And, as consumerization continues its exponential growth, organizations need to find better ways to meet the ever-changing demands of their […]
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